Credit report retrieval system including voice-based interface

ABSTRACT

Methods, apparatuses and systems providing a voice-based interface to credit report retrieval systems allowing users to order credit report data using a telephone or similar device. The present invention provides novel functionality and process flows directed to handling a request from a caller for a credit report, while providing a secure and easy-to-use voice interface. In one embodiment, the functionality associated with the present invention allows a customer to access his/her credit score via a telephone or other suitable voice-based device, and have a credit report mailed to his/her address. The use of a voice interface, instead of a traditional graphical user interface associated with web-based services accessible over a client computer, marks a departure from traditional credit reporting product channels and provides an opportunity to access a large market of consumers who do not regularly access the Internet. In one embodiment, the present invention further provides a novel authentication methodology, especially adapted to telephone network devices and other interfaces having limited text entry capabilities, that minimizes the opportunity for malicious users to glean authenticating information; i.e. personal information presumably known to an individual that may be used to authenticate identity.

CROSS REFERENCE TO RELATED APPLICATIONS

[0001] The present application claims priority from U.S. ProvisionalApplication Ser. No. 60/356,267 filed Feb. 11, 2002 and entitled “CreditReport Retrieval System Featuring Voice-Based Interface,” which isincorporated by reference herein for all purposes.

FIELD OF THE INVENTION

[0002] The present invention relates to credit report retrieval systemsand, more particularly, to a credit report retrieval system including avoice-based interface allowing for the ordering and retrieval of creditreport information using a telephone or other voice-based networkdevice.

BACKGROUND OF THE INVENTION

[0003] Services providing credit reporting data to individual consumersare gaining widespread acceptance in light of increasing concern andattention to identity theft. Identity theft or fraud refers to crimes inwhich someone wrongfully obtains and uses another person's personalinformation, such as social security or financial account numbers, in afraudulent or other deceptive manner for economic gain. Commonactivities associated with identity theft include opening credit card orother credit accounts using the victim's identity and charging againstthese accounts to purchase goods and services without the intention ofpaying off the ensuing debts.

[0004] Credit reporting services offer consumers the ability not only togauge their personal credit standing, but also to monitor their credithistories for signs of identity theft. Such credit report providerstypically offer their services over the Internet in light of theinherent advantages associated with ordering and viewing credit reportinformation using a network-enabled client device, such as a personalcomputer. The Internet is a global network of millions of computersbelonging to various commercial and non-profit entities such ascorporations, universities, and research organizations. The computernetworks of the Internet are connected by gateways that handle datatransfer and conversion of messages from a sending network to theprotocols used by a receiving network. The Internet's collection ofnetworks and gateways generally use the TCP/IP protocol for messagetransfer. TCP/IP is an acronym for Transmission ControlProtocol/Internet Protocol, a software protocol suite initiallydeveloped by the Department of Defense. Typically, the computersconnected to a wide area network such as the Internet are identified aseither servers or clients. A server is a computer that stores files thatare available to other computers connected to the network. A client is acomputer connected to the network that accesses the files and otherresources provided by a server. To obtain information from a server, aclient computer makes a request for a file or information located on theserver using a specified protocol, such as HTTP. Upon receipt of aproperly formatted request, the server transmits the file to the clientcomputer.

[0005] The increasing use of wide area networks, such as the Internet,has resulted in an explosion in the provision of on-line services.Computer users can access a vast wealth of information and services byutilizing a wide area network to establish a connection with othercomputers connected to the network. Indeed, the Internet has quicklybecome a means for not only obtaining information, but for conductingcommercial transactions and retail purchases. For example, as discussedabove, the Internet has become a popular resource for consumers toaccess and monitory their credit history information. Indeed, a varietyof on-line services offer users the ability to access credit report datamaintained by credit reporting bureaus, such as TransUnion®, Equifax®and Experian®. In fact, some on-line services allow users to obtaincredit reports that merge data from multiple credit reporting bureaus.

[0006] The requirements associated accessing resources available overthe Internet tend to exclude a large segment of potential consumersand/or prevents such credit reporting services to avail themselves ofother opportunities for reaching potential consumers. For example, therequirement that a user have a computer connected to the Internetexcludes users who do not own a network-enabled computer. Moreover, theprior art requires potential consumers to actively seek out and accessthe web sites associated with the credit report providers. Theseconditions are obstacles that credit data reporting services would liketo overcome, while nevertheless leveraging their infrastructurededicated to the provision of on-line credit reporting services.

[0007] In light of the foregoing, a need in the art exists for methods,apparatuses and systems that allow consumers to order credit report datausing telephone network devices. A need also exists for methods,apparatuses and systems that allow online credit report providers toleverage existing infrastructure and avail themselves of alternativedistribution channels that are capable of accessing a large marketsegment. Embodiments of the present invention substantially fulfillthese needs.

SUMMARY OF THE INVENTION

[0008] The present invention provides methods, apparatuses and systemsproviding a voice-based interface to credit report retrieval systemsallowing users to order credit report data using a telephone or similardevice. The present invention provides novel functionality and processflows directed to handling a request from a caller for a credit report,while providing a secure and easy-to-use voice interface. In oneembodiment, the functionality associated with the present inventionallows a customer to access his/her credit score via a telephone orother suitable voice-based device, and optionally have a credit reportmailed to his/her address. The use of a voice interface, instead of atraditional graphical user interface associated with web-based servicesaccessible over a client computer, marks a departure from traditionalcredit reporting product channels and provides an opportunity to accessa large market of consumers who do not regularly access the Internet. Inone embodiment, the present invention further provides a novelauthentication methodology, especially adapted to telephone networkdevices and other interfaces having limited text entry capabilities,that minimizes the opportunity for malicious users to glean meaningfulamounts of authenticating information; i.e. personal informationpresumably known to an individual that may be used to authenticateidentity.

DESCRIPTION OF THE DRAWINGS

[0009]FIG. 1 is a functional block diagram illustrating a computernetwork environment including a voice-channel-based credit dataretrieval system according to one embodiment of the present invention.

[0010]FIG. 2 is a flow chart that illustrates the initial process flowwherein an explanation of the service is provided to the user and theuser is provided the option to order a credit report.

[0011]FIG. 3 is a flow chart providing the call flow associated withprocessing payment information provided by the user.

[0012]FIG. 4 is a flow chart illustrating an authentication process flowaccording to an embodiment of the present invention.

[0013]FIG. 5 is a flow chart setting forth a process flow, according toone embodiment, directed to the credit reporting aspect of the presentinvention.

[0014]FIG. 6A is a flow chart illustrating a call process flowassociated with operator transfers.

[0015]FIG. 6B is a flow chart providing a process flow associated withdisconnecting with users.

DESCRIPTION OF PREFERRED EMBODIMENT(S) I. Overview

[0016] As FIG. 1 provides, an embodiment of the present inventionoperates in a computer network environment comprising at least onecredit reporting bureau 20, credit scoring engine 25, voice interfacesystem 30, payment system 40, and credit data retrieval system 50.Computer network 90 can be any suitable computer network, including theInternet or any wide area network. In one embodiment, credit dataretrieval system 50 comprises Web/HTTP server 52, application server 54,database server 56 and web services network gateway 55. Web/HTTP server52 is operative to establish HTTP or other connections with clientcomputers (or other network access devices) to receive requests forfiles or other data over computer network 90 and transmit responses inreturn. In one embodiment, Web/HTTP server 52 passes user requests toapplication server 54 which composes a response and transmits it to theuser via web server 52. In one embodiment, web server 52 establishes asecure connection to transmit data to users and other sites, using theSSL (“Secure Sockets Layer”) encryption protocol part of the HTTP(S)(“Secure HTTP”) protocol, or any other similar protocol for transmittingconfidential or private information over an open computer network.Database server 56 stores the content and other data associated withoperation of loan rate analysis system. Application server 54, in oneembodiment, includes the functionality handling the overall processflows, described herein, associated with credit data retrieval system50. Application server 54, in one embodiment, accesses database server56 for data (e.g., HTML page content, etc.) to generate responses touser requests and transmit them to web server 52 for ultimatetransmission to the requesting user. Application server 54 is furtheroperative to is further operative to interact with voice interfacesystem 30 through, in one embodiment, network services gateway 55 toallow users to access credit reports with voice-based telephone networkdevices, such as cell phones, POTS telephones, and web phones, asdiscussed below. As one skilled in the art will recognize, thedistribution of functionality set forth above among web server 52,database server 56 and application server 54 is not required by anyconstraint. The functionality described herein may be included in asingle logical server or module or distributed in separate modules. Inaddition, the functionality described herein may reside on a singlephysical server or across multiple physical servers.

[0017] As FIG. 1 illustrates, voice interface system 30 is operablyconnected to telecommunications network 35 to allow users to accesscredit data retrieval system 50 using a voice-based telephone networkdevice, such as POTS telephone 38 or wireless phone 39, as more fullydescribed below. Specifically, voice interface system 30 provides callprocess flow functionality, pre-recorded voice-based scripts, and avoice-based and/or DTMF-based interface allowing users, using touch keyson telephones 38 or 39 and/or voice commands, to order credit reportdata, as well as provide payment and authentication information. In oneembodiment, voice interface system 30 includes speech recognitionfunctionality operative to translate voice signal data into text datasuitable for further processing. A variety of speech recognition systemsare known, all of which can be applied to the present invention. In oneembodiment, voice interface system 30 further includes text-to-speechengine that converts text data into computer-generated voice signalsrecognizable as speech. In one embodiment, voice interface system 30includes interface server 31 and network services gateway 32. Networkservices gateway 32 is operative to process and route service requestsand responses over computer network 90. Interface server 31 is operablyconnected to telecommunications network 35 to interact with users attelephones 38 or 39, as more fully described below. In anotherembodiment, the telephone network device may be a web-based phoneimplemented by a software application resident on a client computer.Interface server 31 is further operative to compose requests, includingdata entered by users at telephones 38 or 39, and transmit them tonetwork services gateway 32 for routing (and other related tasks, suchas logging) to credit data retrieval system 50. Interface server 31 mayalso be operative to transfer users to customer service call centersupon a request from a user, or the detection of an error or conditionrequiring human intervention.

[0018] Credit scoring engine 25, in one embodiment, is a web-basedapplication service operative to compute a credit score given a set ofcredit data. Credit scoring engine 25 is operative to receive creditreport data relating to an individual or other entity and process thedata against a proprietary or other credit scoring model to yield acredit score. Suitable credit scoring models including a FICO® creditscoring model, CreditXpert®, TransRisk®, or any other suitable creditscoring model. In one embodiment, credit scoring engine 25 is astand-alone web-based application remote from credit data retrievalsystem 50 and/or credit reporting bureau 20. In other embodiments, thefunctionality of credit scoring engine 25, however, is integrated intoother components associated with computer network 90. For example,credit scoring engine 25 may be incorporated as an internally executedapplication (such as CreditXpert) within credit data retrieval system50, or within credit reporting bureau 20.

[0019] Credit reporting bureau 20 maintains a database or otherrepository of credit history data for at least one individual or otherentity, such as the credit reporting services offered by Experian®,Equifax®, and TransUnion®. Credit reporting bureau(s) 20 offer web-basedcredit reporting application services. In one embodiment, at least onecredit reporting bureau 20 includes Address Verification System (AVS)functionality, allowing for verification of addresses associated withindividual users. In one embodiment, credit data retrieval system 50formulates an XML request and transmits it to credit reporting bureau 20to retrieve credit report data. In one embodiment, at least one creditreporting bureau 20 is operative to access credit scoring engine 25 inresponse to a request from credit data retrieval system 50; in such anembodiment, the credit reporting bureau 20 transmits the creditreporting data associated with the individual to credit scoring engine25 and receives a credit score in return. The credit reporting bureau 20then returns the credit score with the credit report data to credit dataretrieval system 50. In one embodiment, credit data retrieval system 50formulates an XML request and transmits it to credit reporting bureau 20to retrieve credit report data. In one embodiment, the XML requestformat includes a flag or other indication of whether a credit score isalso desired. Credit reporting bureau 20 responds to the asynchronous orsynchronous request by transmitting an XML response including creditreport data corresponding to the individual identified in the XMLrequest. In one embodiment, credit data retrieval system 50 operates inconnection with one credit reporting bureau, such as TransUnion,Equifax, and Experian; however, in other embodiments, credit dataretrieval system 50 obtains credit report data for a particularindividual from at least two credit reporting bureaus 20 and merges thedata into a single report. Co-pending and commonly owned applicationSer. No. 09/644,139 filed Aug. 22, 2000 in the name of Guy et al. andentitled “Credit and Financial Information and Management System”discloses methods and systems that obtain credit report data frommultiple sources and merge such data into a single report (incorporatedby reference herein).

[0020] Payment transaction system 40 corresponds to a paymenttransaction processing network associated with one of a plurality ofdifferent non-cash payment mechanisms, such as credit card or debitcard. According to one embodiment, the transaction processing networkcan be a credit card or debit card transaction processing network, suchas VISA®, MASTERCARD®, DISCOVER®, or AMERICAN EXPRESS®. In oneembodiment, the transaction processing networks enable users, attelephone 38 or 39, to provide a non-cash method of payment, whichcredit data retrieval system 50 uses to obtain payment according to wellknown transaction processing protocols.

[0021] As described below, credit data retrieval system 50 is operativeto interact directly with voice interface system 30 to receive requestsfrom users at telephones 38 or 39. Credit data retrieval system 50 isfurther operative to pull credit report data from one or more creditreporting bureaus 20, provide credit scores to users, and, in oneembodiment, trigger a mailing system to print out and mail hard copiesof credit reports to respective users. In one embodiment, credit dataretrieval system 50 includes web/HTTP server 52 operative to receiverequests from users via voice interface system 30 and transmit responsesin return. Credit data retrieval system 50 further includes networkservices gateway 55 which implements web services network functionalityto process and route service requests and responses over a computernetwork. In one embodiment, network services gateway 55 implements acommunications model based on requests and responses. Network servicesgateway 55 generates and transmits a service request to an externalvendor, such as credit reporting bureau 20 and/or credit scoring engine25, which receives the request, executes operations on data associatedwith the request, and returns a response. Network services gateway 55,in one embodiment, further includes other web services functionalitysuch as logging of service requests and responses allowing for trackingof costs and usage of services.

[0022] Network services gateways 32 and 55, in one embodiment, rely onsecure HTTP communications and XML technologies for request and responseformats. In one embodiment, network services gateways 32 and 55 maintainDocument Type Definitions (DTDs) and/or schemas that define the formatof the XML request and XML response. Request and response DTDs, in oneform, include a message type, transaction identification, vendor/serviceidentification, and an application identification.

[0023] As one skilled in the art will recognize various embodiments arepossible. For example, the credit retrieval functionality of system 50may be incorporated into the functionality of credit reporting bureau20. In one embodiment, users may also access credit data retrievalsystem 50 over computer network 90 with a network access device, such asclient computer 60 including suitable client software, such as a webbrowser. However, suitable network access devices include desktopcomputers, laptop computers, Personal Digital Assistants (PDAs), and anyother wireless or wireline device capable of exchanging data overcomputer network 90 and providing a user interface displaying datareceived over computer network 90. In one embodiment, computer network90 is the Internet; however, computer network 90 may be any suitablewide-area network.

[0024] 1 Operational Overview of Preferred Embodiment(s)

[0025] 1.1 Overview

[0026] The functionality of credit data retrieval system 50 allows acustomer to access his/her credit score via a telephone or othersuitable voice-based device and, optionally, have a credit report mailedto his/her address. The use of a voice interface, instead of atraditional graphical user interface associated with web-based servicesaccessible over client computer 60, marks a departure from traditionalcredit reporting product channels and provides an opportunity to accessa large market of people who do not regularly access the Internet. Asdiscussed below, voice interface system 30 captures user input andrelays the information to credit data retrieval system 50, which in turnprocesses the input and provides output to voice interface system 30.

[0027] 1.2 Distribution Channels

[0028] In one embodiment, the services enabled by voice interface system30 and credit data retrieval system 50 are presented to users in thefollowing ways:

[0029] a. To customers waiting on a telephone queue for another service;and

[0030] b. To customers dialing voice interface system 30 directly as aresult of a direct mail, email or other suitable advertising campaign.

[0031] 1.3 Credit Data Retrieval System Functionality

[0032] In one embodiment, credit data retrieval system 50 includesfunctionality to:

[0033] a. Respond to HTML Post requests initiated by voice interfacesystem 30;

[0034] b. Provide a session ID;

[0035] c. Capture payment information and indicate its acceptance tovoice interface system 30;

[0036] d. Capture Social Security Numbers and communicate customerinformation;

[0037] e. Communicate credit scores to users by posting it to voiceinterface system 30;

[0038] f. Store in a database a list of customers who have ordered acredit report;

[0039] g. Store in a database error messages initiated by voiceinterface system 30;

[0040] h. Store in a database call-exit data provided by voice interfacesystem 30;

[0041] i. Report error messages to voice interface system 30;

[0042] j. Maintain a customer profile based on inputted information andpurchase history;

[0043] k. Communicate with Cybersource or payment system 40 to processpayment information;

[0044] l. Communicate with an Address Verification System to gain and/orverify customer information;

[0045] m. Communicate with credit reporting bureau(s) 20 to obtaincredit report data;

[0046] n. Run a credit report data through credit scoring engine service25 to gather a credit score; and

[0047] o. Provide offline fulfillment of credit reports and creditanalysis to users.

[0048] 1.4 Flow Overview

[0049] The following description sets forth an overall process flowaccording to one embodiment of the present invention. A customer eitherdials a number found in an advertisement or has the option of connectingto voice interface system 30 while on hold for another service (forexample, while waiting to speak with a representative at a bankinginstitution). The customer hears a summarized pitch for the service(s)offered by credit data retrieval system 50. The user is then provided anoption to accept the offer or to hear a more detailed pitch anddescription of the service. After a description of the services, theuser confirms his or her acceptance of the service; in one embodiment,double confirmation by the user is required.

[0050] The user is prompted for and enters payment information (e.g.,credit card number/expiration date and zip code or coupon number). Inone embodiment, voice interface system 30 composes an XML requestincluding the payment information to credit data retrieval system 50.Credit data retrieval system 50 processes the payment information bytransmitting it to payment system 40 for processing and responds with apayment accepted or failed message. If payment is accepted, the userenters his or her Social Security Number (SSN). Voice interface system30 composes an XML request and transmits an HTTP POST, including theSocial Security Number (SSN) to credit data retrieval system 50. Creditdata retrieval system 50 accesses AVS functionality (a service that usesa SSN to retrieve an address) to obtain the customer's name and address.Credit data retrieval system 50 transmits to voice interface system 30the user's first name, last name, street name, street number, and zipcode in an XML response.

[0051] Credit data retrieval system 50 also uses the SSN to begingathering credit report data and a credit score (e.g., FICO score,CreditXpert score, etc.) from credit reporting bureau 20 and creditscoring engine 25, respectively. The user is prompted for and inputscustomer information in attempt to match the data sent by credit dataretrieval system 50 to voice interface system 30 for purposes ofauthenticating his identity. When credit data retrieval system 50 hasobtained a credit score, it posts this data to voice interface system30. In one embodiment, if the user fails authentication, the user istransferred to a customer service representative. Otherwise, if the userpasses authentication, voice interface system 30 relays the credit scoreto the user along with a summarized credit analysis. The user thenterminates the call or returns to the original call queue.

[0052] 2 Voice User Interface Functionality and Specification

[0053] 2.1 Call Flow

[0054] FIGS. 2 thru 6 provide an overview of the call process flowassociated with an embodiment of the present invention. FIG. 2illustrates the initial process flow wherein an explanation of theservice is provided to the user and the user is provided the option toorder a credit report. FIG. 3 illustrates the call flow associated withprocessing payment information provided by the user. FIG. 4 illustratesan authentication process flow according to an embodiment of the presentinvention. FIG. 5 sets forth a process flow, according to oneembodiment, directed to the credit reporting aspect of the presentinvention. FIG. 6A provides a call process flow associated withtransferring users to an operator. FIG. 6B shows a process flowassociated with disconnecting users. As one skilled in the art willrecognize, however, the process flows illustrated in the various figuresis a selection from myriad possible process flows.

[0055] 2.2 Telephone Scripts

[0056] Voice interface system 30, in one embodiment, stores pre-recordedvoice scripts corresponding to various stages of the call flow.Accordingly, as a user progresses through the call flow, voice interfacesystem 30 is operative to retrieve the appropriate scripts, addappropriate audio data to the script (e.g., such as a credit scoreprovided by credit data retrieval system 50), and present the script tothe user. For example, scripts may prompt the user to enter his/hersocial security number, or select a service by pressing a correspondingnumber key, report a credit score, explain aspects of the user's creditrating, etc. In one embodiment, voice based-interface system 30 alsoincludes scripts corresponding to various credit profile types andcircumstances, and presents them to users as appropriate to the credithistory and/or scores generated by credit data retrieval system 50.

[0057] 3 Exemplary Operating Parameters and Specifications

[0058] 3.1 Inputs/Outputs

[0059] 3.1.1 DTMF Format

[0060] In one embodiment, where voice interface system 30 employs a DTMFinterface, credit data retrieval system 50 converts and transmitsnumeric data to voice interface system 30. Accordingly, alphabeticstrings are converted into their DTMF counterpart. For example, on atelephone keypad, the letter A is represented by the number 2.Therefore, credit data retrieval system 50 converts an “A” into 2 beforetransferring to data to voice interface system 30. The conversion table,according to an embodiment of the present invention, is: Letter DTMFNumber A, b, c 2 D, e, f 3 G, h, I 4 J, k, l 5 M, n, o 6 P, q, r, s 7 T,u, v 8 W, x, y, z 9

[0061] For example, to communicate a street name of “Broadway”, creditdata retrieval system 50 would send “27623929”. (Of course, thisconversion may be performed by functionality associated with voiceinterface system 30.) In one embodiment, the converted numeric data istransmitted with the regular text data, where the text data is used by atext-to-speech engine implemented by voice interface system 30.

[0062] 3.1.2 Payment Request

[0063] Voice interface system 30 communicates customer paymentinformation, including whether the customer is paying by credit card orgift coupon, and the credit card specifications (number, expiration dateand zip code), to credit data retrieval system 50. The credit cardnumber can be between 12 to 19 digits long. The gift certificate number,in one embodiment, is all numeric and 15 digits long. If the customerhas returned a gift coupon number, credit data retrieval system 50 runsit through a coupon redemption tool to verify its authenticity. If it isauthentic, credit data retrieval system 50 will return an ‘Ok’ messageto voice interface system 30. If the customer has returned a credit cardnumber, credit data retrieval system 50 interacts with Cybersource orpayment system 40 to authenticate and process (authorize payment, andlater settle the transaction) the credit card payment. If the payment isauthorized, credit data retrieval system 50 returns an ‘Ok’ message tovoice interface system 30. In addition, either coupon or credit cardpayment failure results in an error message to voice interface system 30that results in transferring the customer to a customer servicerepresentative.

[0064] The returned ‘Ok’ message (SESSION_ID_RESPNSE) also contains asession ID generated by credit data retrieval system 50. In oneembodiment, the session ID is sent as an XML element.

[0065] 3.1.3 SSN Lookup Request

[0066] In one embodiment, voice interface system 30 passes a customer'sSSN and expects two pieces of information in return from credit dataretrieval system 50:

[0067] a. Customer address and name (see section 3.1.4),

[0068] b. Customer credit score (see section 3.1.5).

[0069] 3.1.4 Customer Information Response

[0070] In order to authenticate a user, voice interface system 30, inone embodiment, requires a customer's first and last name, along withaddress information (street number, street name, and zip code). Toinitiate the authentication, voice interface system 30 passes to creditdata retrieval system 50 the user's SSN. In turn, credit data retrievalsystem 50 passes the SSN to an AVS service to acquire the requiredcustomer information.

[0071] When the customer information is returned to voice interfacesystem 30, the user is required to input this same information forauthentication purposes. Voice interface system 30, in one embodiment,detects whether or not there is a match. If there is match, the userauthenticates his or her identity. If not, the user is transferred to acustomer service representative.

[0072] In one embodiment, in order to decrease the number of mismatches,credit data retrieval system 50 implements the following guidelines andprotocols before passing customer information to voice interface system30:

[0073] a. The AVS system, in one embodiment, returns the customerinformation in pre-parsed fields. Credit data retrieval system 50 passesthe values of the last name, first name, street number, street name, andzip code fields to voice interface system 30.

[0074] b. Credit data retrieval system 50 identifies whether the addressis a regular street address or a box/rural route number, andcommunicates this to voice interface system 30.

[0075] c. Before passing the street name field, credit data retrievalsystem 50 filters out the following instances of text if they occuralone (not within another word): “RR”, “POB”, and “STAR”.

[0076] d. The street direction does not need to be filtered out of thestreet name since this appears in a different field. In one embodiment,credit data retrieval system 50 does not pass the street direction fieldto voice interface system 30.

[0077] e. Before passing the street name field, credit data retrievalsystem 50 also filters out numerical suffixes such as “ND, RD, TH”.Credit data retrieval system 50, in one embodiment, only filters ifthese suffixes follow a number. For example remove “RD” from “3^(rd)”but does not remove these suffixes from word instances, such as “Ford”.

[0078] f. Credit data retrieval system 50, in one embodiment, alsofilters from all fields spaces, punctuation, and special characters.

[0079] g. Credit data retrieval system 50 filters out letters from thestreet number field (e.g., “553A Clipper” is filtered to “553 Clipper”).

[0080] If the user does not properly authenticate himself, voiceinterface system 30, in one embodiment, transmits a notification tocredit data retrieval system 50 to stop processing the user session. Oneembodiment of the present invention uses a multiple-choicechallenge-response scheme to alleviate the difficulties associated withinputting text using a phone dial pad. In one embodiment, voiceinterface 30 receives a plurality of addresses from credit dataretrieval system 50 with the correct address flagged or otherwiseidentified. In one embodiment, voice interface system 30 is operative topresent the addresses to the user and have the user choose the correctone to properly authenticate himself. This embodiment eliminates thedifficulty of entering letters using a dial pad. In an enhancedembodiment, voice interface system 30 breaks up this “multiple choice”into the discrete components of an address. For example, voice interfacesystem 30 presents four different street addresses. If the usercorrectly enters the street address, voice interface system 30 repeatsthe process as to the city, and so on. Breaking this address into itselements creates a larger number of potential possible combinations,making it more difficult for a malicious user to repeatedly use thesystem to deduce another's address. For example, by breaking the addressinto its elements, a malicious user would only learn one potentialelement of the address before being denied the credit report. Inaddition, by starting with the most general address element (state) andworking up, the most specific aspect of the address is potentiallyshielded from the malicious user. This methodology together with anoverall limit on the number of voice-based attempts, both within thesame call and on an aggregate basis, to retrieve a credit score can beused to protect user credit data against this situation.

[0081] 3.1.5 Zip Code

[0082] If the user is paying by credit card, voice interface system 30,in one embodiment, requires the user to enter the zip code correspondingto the billing address of the credit card account. Later, duringidentity authentication, the user is also asked to enter a zip code if:

[0083] a. He didn't already provide one (for example if he paid with acoupon number), or

[0084] b. The first zip code does not match the zip code returned by theAVS service.

[0085] Credit data retrieval system 50 determines whether or not the zipcode entered with the credit card payment information matches the zipcode in the address returned by the AVS service. When responding to therequest for customer information, credit data retrieval system 50, inone embodiment, does not include a zip code if a match with the AVSservice data did occur. In one implementation, this indicates to voiceinterface system 30 not to authenticate on the zip code. If the user didnot enter a zip code during payment processing, or if the zip codeentered does not match the address returned by the AVS service, creditdata retrieval system 50 includes a zip code in the message. If there isan error in the zip code format, a separate error element is used forthe returned XML and the optional zip code element does not apply.

[0086] 3.1.6 Credit Score Post

[0087] Credit data retrieval system 50, in one embodiment, posts tovoice interface system 30 the customer's credit score and a valuestatement (whether or not the score is considered to be ‘very poor’,‘poor’, ‘average’, ‘good’, or ‘very good’). Credit data retrieval system50 may also indicate whether or not there is a credit report or if it isa thin file. As soon as voice interface system 30 sends the SSN tocredit data retrieval system 50, credit data retrieval system 50, in oneembodiment, begins compiling the credit reports and score. Even thoughvoice interface system 30 does not request credit data until later inthe call process flow, this ‘head start’ ensures the data is availablein a timely manner. As discussed above, if the user failsauthentication, voice interface system 30 notifies credit data retrievalsystem 50 to allow it to cease processing activities associated withthat user. In another embodiment, the initial request from voiceinterface system 30 including a user name and address will also indicatea request for credit information that credit data retrieval system 50later answers with an asynchronous response.

[0088] 3.1.7 Posting Error Messages

[0089] In one embodiment, credit data retrieval system 50 notifies voiceinterface system 30 whenever it encounters an error. Errors may arisefrom: 1) The credit data retrieval system 50 application, 2) Cybersource(or payment system 40), 3) credit reporting bureau(s) 20, 4) Creditscoring engine 25, 5) The coupon redemption tool, and 6) Internetcommunication protocols and infrastructure.

[0090] 3.1.8 Receiving Error/Call-exit Messages

[0091] Voice interface system 30 also transmits error messages to creditdata retrieval system 50 when it encounters a problem. When there is anerror, such as loss of communication between credit data retrievalsystem 50 and voice interface system 30, or if the payment or identityauthentication fails, voice interface system 30 transfers the user tocustomer support who will then complete the transaction. If the callerdisconnects, either willfully or due to a malfunction, the requiredaction depends on its occurrence in the call flow:

[0092] a. Disconnect before payment processed: Other than error logging,credit data retrieval system 50 ends the session here.

[0093] b. Disconnect after payment processed and before identityconfirmation: Credit data retrieval system 50 sends a security mailer tothe ‘best’ address.

[0094] c. Disconnect after identity confirmation: Credit data retrievalsystem 50 fulfills the off-line reporting requirements, including thescore analysis if its purchase has been indicated.

[0095] Errors and disconnects are also logged for reporting purposes(see section 3.3).

[0096] 3.2 Offline Fulfillment

[0097] 3.2.1 Credit Reports

[0098] In one embodiment, credit data retrieval system 50 includesfunctionality directed to providing users with hard copies of theircredit reports through the mail. Voice interface system 30 postsmessages of customers who have purchased a credit report (thescore/analysis is included). Credit data retrieval system 50, in oneembodiment, batches the requests and sends them to a system for off-linefulfillment. In one embodiment, along with the credit report, customerswill be mailed an insert that displays a credit score and gives ananalysis of it. The credit report is mailed to the address that the userauthenticated against. As discussed above, if this address was notcurrent, the user's attempt to authenticate would have failed, and theissue dealt with by customer service.

[0099] In one embodiment, the user has the option of establishing anon-line account with credit data retrieval system, including a user nameand password, that allows the user to access credit data retrievalsystem 50 with a client computer 60 and view the credit report at alater time.

[0100] 3.3 Reporting/Logging

[0101] 3.3.1 Real time Reporting

[0102] Voice interface system 30, in one embodiment, posts customercall-exit information in real-time. This information will consist ofthree parts: 1) The session ID, 2) The module (what menu or audio modulethe user was in before exiting the call flow), and 3) The state (theuser's last input). Credit data retrieval system 50 saves and organizesthis data so that it can be read intelligently in report form. Creditdata retrieval system 50 also enables two call-exit daily reports: 1) Asummary report that lists the number of customers that exited at eachmenu/audio module, and 2) A detail report that lists customers' finalinput, grouped by menu/audio module. Credit data retrieval system 50also reports on, a daily basis, system errors reported by credit dataretrieval system 50 and voice interface system 30 applications.

[0103] 3.3.2 Batched Reporting

[0104] Voice interface system 30 sends additional call data in batchform. For example, it includes a list of all customer input before acall-exit situation. For example, if a user was transferred to customerservice due to three failed input attempts, the batched data willinclude a list of all three inputs.

[0105] 3.3.3 Customer Profile

[0106] The reported data allows credit data retrieval system 50 tomaintain a database of customer profile information based on user input,including: name, credit card information, and purchase history.

[0107] Although the present invention has been described relative tospecific embodiments, it is not so limited. Many modifications andvariations of the embodiments described above will become apparent. Forexample, although the embodiments described above employed HTTP(S) andXML protocols and technologies, the present invention can use anysuitable communications and data exchange technologies and protocols.Furthermore, other changes in the details, steps and arrangement ofvarious elements may be made by those of ordinary skill in the artwithout departing from the scope of the present invention. Accordingly,the present invention has been described with reference to specificembodiments. Other embodiments of the present invention will be apparentto one of ordinary skill in the art. It is, therefore, intended that theclaims set forth below not be limited to the embodiments describedabove.

What is claimed is:
 1. A credit data retrieval and reporting systemallowing telephone-based access to credit report retrievalfunctionality, comprising a credit data repository maintaining credithistory data associated with at least one entity; a credit scoringengine operative to receive credit report data relating to an individualor other entity and process the data against a credit scoring model toyield a credit score; a voice interface server operably connected to atelecommunications network to transmit voice signals to and receivevoice signals from voice-based telephone network devices; wherein thevoice interface server includes call process flow functionalityoperative to interact with users and generate orders for credit reports;a credit data retrieval system operative to: interact with the voiceinterface server to receive a request for credit report data associatedwith a user; access the credit data repository to retrieve credit reportdata associated with the user; access the credit scoring engine toretrieve a credit score based on the credit report data associated withthe user; transmit the credit score to the voice interface server inresponse to the request from the user; wherein the voice interfaceserver comprises a speech recognition engine operative to convert speechreceived from voice-based telephone network devices to text, atext-to-speech engine operative to convert text data received from thecredit data retrieval system to speech; and wherein the voice interfaceserver is operative to: in response to a command from a user, transmitrequests for credit report data to the credit data retrieval system;receive a credit score associated with the user; and communicate thecredit score to the user.
 2. The credit data retrieval and reportingsystem of claim 1 wherein the interface server comprises call processflow functionality operative to: prompt for and receive informationidentifying an individual user; transmit the information to the creditdata retrieval system in a message requesting authenticationinformation; authenticate the user based on the authenticationinformation provided by the credit data retrieval system.
 3. The creditdata retrieval and reporting system of claim 2 wherein the call processflow functionality is further operative to: notify the credit dataretrieval system of successful and failed authentication attempts; andprovide credit report scores returned from the credit data retrievalsystem to authenticated users.
 4. The credit data retrieval andreporting system of claim 2 further comprising an address verificationsystem operative to return an address associated with an individualuser; and wherein the credit data retrieval system, in response to arequest including information identifying a user, is operative toretrieve, from the address verification system, an address associatedwith the user and transmit the address to the voice interface server;and wherein the voice interface server authenticates the user based onthe transmitted address.
 5. The credit data retrieval and reportingsystem of claim 3 wherein the credit data retrieval system is furtheroperative to begin processing retrieval of credit report data associatedwith the user from the credit data repository in response to the requestfor authentication information; and wherein the credit data retrievalsystem is operative to terminate the processing in response to anotification that the user has failed authentication.
 6. The credit dataretrieval and reporting system of claim 1 wherein the interface servercomprises call process flow functionality including pre-recordedvoice-based scripts associated with the stages of operation of thecredit data retrieval and reporting system; and wherein the voiceinterface server is operative to combine data gathered duringinteraction with the credit data retrieval system with the voice-basedscripts and transmit them to the network telephone device associatedwith the user.
 7. The credit data retrieval and reporting system ofclaim 1 wherein the voice interface server further comprises a DTMFinterface operative to recognize DTMF signals transmitted from avoice-based telephone network device, and wherein the voice interfaceserver is operative to associate DTMF signals with command options. 8.The credit data retrieval and reporting system of claim 1 wherein thevoice-based telephone network device is a POTS telephone.
 9. The creditdata retrieval and reporting system of claim 1 wherein the voice-basedtelephone network device is a wireless cell phone.
 10. The credit dataretrieval and reporting system of claim 1 further comprising an off-linemail distribution facility operative to print credit reports and mailthe credit reports to users; and wherein the credit data retrievalsystem, in response from a notification associated with an individualuser transmitted by the voice interface server, is operative to triggerthe off-line mail distribution facility to print out and mail hardcopies of credit reports to the individual user.
 11. The credit dataretrieval and reporting system of claim 1 wherein the credit scoringengine is incorporated into the functionality of the credit datarepository.
 12. The credit data retrieval and reporting system of claim1 wherein the credit data retrieval system further comprising a networkservices gateway implementing web services network functionality toprocess and route service requests transmitted by the credit dataretrieval system and route responses returned by end systems associatedwith the service requests.
 13. The credit data retrieval and reportingsystem of claim 12 wherein the credit data repository includes a webservices network interface, and wherein the server obtains creditreporting data by accessing the web services network interface bytransmitting requests thereto via the network services gateway.
 14. Thecredit data retrieval and reporting system wherein data transmittedbetween the credit data retrieval system and the voice interface serverare formatted as XML messages.
 15. A credit data retrieval and reportingsystem allowing telephone-based access to credit report retrievalfunctionality, comprising a credit data repository maintaining credithistory data associated with at least one entity; a credit scoringengine operative to receive credit report data relating to an individualor other entity and process the data against a credit scoring model toyield a credit score; an off-line mail distribution facility operativeto print credit reports and mail the credit reports to users; a voiceinterface server operably connected to a telecommunications network totransmit voice signals to and receive voice signals from voice-basedtelephone network devices; wherein the voice interface server includescall process flow functionality operative to interact with users andgenerate orders for credit reports; a credit data retrieval systemoperative to: interact with the voice interface server to receive arequest for credit report data associated with a user; access the creditdata repository to retrieve credit report data associated with the user;access the credit scoring engine to retrieve a credit score based on thecredit report data associated with the user; transmit the credit scoreto the voice interface server in response to the request from the user;trigger, in response from a request associated with an individual usertransmitted by the voice interface server, the off-line maildistribution facility to print out and mail hard copies of creditreports to the individual user; wherein the voice interface servercomprises a speech recognition engine operative to convert speechreceived from voice-based telephone network devices to text, atext-to-speech engine operative to convert text data received from thecredit data retrieval system to speech; and wherein the voice interfaceserver is operative to: in response to a command from a user, transmitrequests for credit report data to the credit data retrieval system; andcommunicate verification that the credit report data has been ordered tothe user.
 16. The credit data retrieval and reporting system of claim 15wherein the credit data retrieval system is operative to accessinformation allowing for authentication of individual users, and whereinthe interface server comprises call process flow functionality operativeto: prompt for and receive information identifying an individual user;transmit the information to the credit data retrieval system in amessage requesting authentication information; authenticate the userbased on the authentication information provided by the credit dataretrieval system; and transmit a request for credit report data to thecredit data retrieval system if the user is authenticated.
 17. A methodfacilitating authentication of users over telephone network devices,comprising receiving authentication information associated with a user,wherein authentication information includes a plurality of elements, andwherein the plurality of elements includes elements ranging from a mostgeneral element to a most specific element; authenticating the user byprompting the user for information corresponding to the most generalelement type; terminating the authentication, if the informationprovided by the user does not match the authentication information;otherwise, repeating the prompting and conditional terminating steps forthe next most general element type until the most specific element typeis reached or the authentication is terminated.
 18. The method of claim17 wherein the prompting step comprises formulating a multiple choiceauthentication challenge, wherein the information corresponding to theelement type is one choice in the authentication challenge.
 19. Themethod of claim 17 wherein the authentication information is an addressincluding street address, city, and state elements; and wherein the mostgeneral element type is the state element and the most specific is thestreet address element.
 20. The method of claim 17 wherein the addressfurther includes a zip code element.
 21. The method of claim 18 whereinthe authentication information is an address including street address,city, and state elements; and wherein the most general element type isthe state element and the most specific is the street address element.22. The method of claim 18 wherein the address further includes a zipcode element.
 23. The method of claim 17 wherein the user is allowed apredetermined number of unsuccessful attempts before the authenticationis terminated.